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Tool Analyzes Customer Comments

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Posted January 30, 2014 By EnterpriseAppsToday.com Staff     Feedback

Mindshare Technologies says new software leverages its text analytics technology to improve customer service by providing key customer feedback to employees.

Mindshare Technologies, a provider of cloud-based customer service software for the food services, retail and contact center industries, has introduced Comment Poster, an offering included in the company's reporting suite that aims to improve the customer experience across brand locations.

According to the company, Comment Poster uses its text analytics technology to present insights from customer reviews, enabling clients to highlight key issues at individual locations, focus on actions for improvement and recognize employees that deliver excellent customer service.

Using Mindshare Technologies speech-to-text conversion capabilities customer reviews for each location are aggregated to Comment Poster from Web surveys, audio recordings of interactive voice response (IVR) comments and transcoded IVR comments. The software examines the length, sentiment and actionable concepts of each customer review. Customer comments are then organized by positive or negative sentiment, individual staff member mentions and key tags such as "friendly service" or "food taste/quality."

To ensure the voice of the customer is heard by customer-facing staff members such as cashiers, waiters and sales associates, Mindshare Technologies recommends its clients print out the Comment Poster for display in employee common areas. Similar in appearance to an infographic, Comment Poster serves as a highly visible, weekly reminder of customer feedback.

"Customer comments are virtual goldmines for ongoing tips on how to improve the experience at brand locations, and Comment Poster brings these valuable insights to the forefront," said Kurt Williams, chief product officer at Mindshare Technologies, in a statement. "The key element of Comment Poster is our advanced text analytics engine, which sources the customer comments, prioritizes them and presents a summary in a digestible way."

Comment Poster features include:

  • Top 5 Tags. Integrated text analytics identify the customer issues that occur most frequently at the location. Comments are numbered and split into positive and negative sentiment for easy consumption by location managers and staff members.
  • Staff Mentions. The software extracts the names of top individual employees. Managers can use customer comments directed at employees for individual recognition or coaching.
  • Outstanding Comments. Comment Poster pulls the most outstanding recent comments (both positive and negative).

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